One of the fundamental challenges of customer service, particularly as the happy path in automated, is that the probability of someone having a good day *conditional on them being in a conversation with you* is low. "Their" days get worse as you get better at the business.
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*the customers who talk to you are not necessarily representative.* So true, and this is why customer research is so important. You have to go to them to get accurate insights.
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a UX researcher once told me that guiding product design by only talking to customers by way of support is like doing city planning after only talking to patients in the local emergency departments. Their needs and priorities are going to be skewed
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